Varonis Support aims to use every reasonable method available to align the most appropriate skilled resources to expedite the resolution or approved work-around to resolve your support requested case. In the event you believe that an open case is not being handled in accordance with the service levels in your support contract, or if you wish to comment on the way a particular case is being handled by a support representative, please follow the escalation guidelines.
Escalations are intended for existing cases. New issues should be raised through the Varonis Support Portal Page.
How to Escalate a Support Case
- While viewing your case from the Community click Escalate in the top right area of the page.
- A new page will open asking you to provide an escalation reason and details, and allows you to choose from the following reasons for the escalation:
- Resolution Time
- Severity
- Case Handling
- Once the escalation is submitted, a message will appear on screen advising we will be in touch and you can close the page and return to your case.
Once a case has been escalated, Varonis Technical Support managers will receive a notification and will take full responsibility to ensure your concerns are addressed and the case order, impact, priority, and focused management attention are applied accordingly, including updates to you in a timely manner.
